IT Support and Customer Service Specialist

Monika Maria Fiorente-Belo

Plantsville, CT ***** • 860-***-**** • *******@***.*** LinkedIn: linkedin.com/in/mfiorente-belo

INFORMATION TECHNOLOGY PROFESSIONAL

Experienced IT professional with a strong background in both software and hardware support. Known for delivering high-quality service, fostering teamwork, and driving process improvements. Excellent communication and customer service skills. Skilled in training and supporting staff, clients, and vendors.

TECHNICAL SKILLS

Visual Basic • DSS • DHTML • SQL • PowerPoint • Excel • Word • OneNote • OneDrive • Windows 365 • Notepad • Kanban • Customer Service

PROFESSIONAL EXPERIENCE

Cigna, Bloomfield, CT

Technical Customer Service Senior Analyst

April 2020 – April 2025

Monitored and managed the Broken Peripheral and Premium Ticket support queues.

Oversaw new hire orientation sign-ups and followed up with individuals who had not registered.

Performed ticket audits to ensure service quality and compliance.

Led WebEx meet-and-greet sessions for new hires in Connecticut and Colorado.

Flexibly supported various technical and administrative tasks across departments.

Compucom

Inventory Control Analyst

January 2017 – April 2020

Coordinated equipment and asset collection for Cigna employees and former staff.

Processed and tracked return tickets and shipments using FedEx tools.

Provided troubleshooting support related to returns and shipping.

Trained new employees and contributed to the development of training manuals and guidebooks.

AMC Theatres

Customer Service / Usher / Ticket Greeter

December 1999 – Present

Greet guests, sell tickets, and address customer inquiries with professionalism and care.

EDUCATION

Bachelor of Science – Management Information Systems

Central Connecticut State University

Associate Degree – Computer Information Systems

Tunxis Community College

COMMUNITY INVOLVEMENT

The Senior Job Bank, West Hartford, CT

The United Way – April 2005 to August 2005

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